Microsoft Dynamics 365 Customer Service

: 32 Hours
: Instructor
: Intermediate
:Request Booking


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Microsoft Dynamics 365 for Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers. Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases. Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.


After completing this course, students will be able to:

Install and configure the customer service app

Identify common customer service scenarios

Complete a case resolution process

Analyze customer service data

Automate case management record processing

Create and use knowledge articles

Create and use entitlements and service level agreements

Work with Omnichannel

Work with Connected Customer Service

Work with Customer Service Scheduling

Work with Customer Service Insights




A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.

Job role: Functional Consultant




This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.




Module 1: Customer Service Overview

Module 2: Case Management

Module 3: Service Level Agreements and Entitlements

Module 4: Knowledge Management

Module 5: Omnichannel

Module 6: Customer Service SchedulingOmnichannel

Module 7: Connected Customer Service

Module 8: Customer Service Insights


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